Customer Experience Strategy Manager

Full-time - Mid Level

Lake Buena Vista, FL

Accommodation

About the position

The Customer Experience Strategy Manager at Disney is responsible for enhancing the overall customer experience for guests at Walt Disney World (WDW). This role involves overseeing the strategic roadmap that focuses on customer interactions, planning, and management of WDW vacations. The manager will monitor trends, collaborate with cross-functional teams, and ensure the delivery of impactful initiatives that improve customer satisfaction and engagement.

Responsibilities

• Monitor customer experience trends and insights with expertise.
• Understand and stay curious about WDW channels (website, app, call center, Trade, etc.).
• Build and optimize the Customer Experience roadmap, proactively managing key deliverables, milestones, and tasks.
• Prioritize delivery of impactful initiatives, balancing quick wins and long-term projects.
• Influence partner initiatives using a data-centric approach.
• Translate strategy into action efficiently, taking ownership from concept to completion.
• Collaborate with cross-functional leaders to align on project goals and ownership expectations.
• Ensure proper tracking and measurement, delivering program recaps, benchmarks, and success metrics.
• Deliver high-quality presentations for senior and executive audiences, summarizing insights, metrics, and recommendations with clarity.

Requirements

• Five (5)+ years of experience in project management, product development, or a related field.
• Ability to build relationships and collaborate with a wide range of stakeholders across backgrounds and functions.
• Skilled at creating presentations and communicating effectively with senior leadership, including Directors and Executives.
• Demonstrated ability to convert strategic goals into clear, actionable steps and deliver results across both short- and long-term initiatives.
• Ability to challenge the status quo while building strategic alliances within and outside Disney.
• Data-driven mindset with the ability to synthesize insights into actionable strategies for Customer Experience.
• Entrepreneurial mindset, proactive thinker comfortable in a fast-paced, often ambiguous environment.
• Agile or adaptive project management experience is a plus.
• Knowledge of WDW channels is a plus.

Nice-to-haves

• Agile or adaptive project management experience is a plus.
• Knowledge of WDW channels is a plus.